Know your business better PAR Reliability Means a Sure Bet for Hard Rock Hotel & Casino To its guests, a hotel is a single entity—one place to stay, meet, eat, work, and sometimes play. But to those responsible for its information technology, a hotel is more like a group of distinct, though connected, businesses. These “multiple personalities” mean that hotel technology often must play multiple roles, providing reliable performance in a variety of locations and conditions. This requirement is “The uptime has been true in spades at the Hard Rock Hotel & Casino in Las Vegas. In addition to its casino, perfect; we haven’t had bars, restaurants, nightclubs and retail stores, the Hard Rock stages outdoor concerts and any hardware issues at hosts its “Rehab” parties every weekend from April through October. These all-day poolside any events this year. In parties attract 2,000 to 5,000 people; food and beverage operations to serve them require addition, the fact that we as many as 20 point-of-sale terminals. put in about 134 terminals in a couple of It’s a demanding environment, according to Rob weeks says something Kosier, the Hard Rock’s Director of IT. “Remember about their ease of use. that these terminals are out in the Las Vegas Then once we had the summer sun from 8 a.m. through 10 p.m. each night, rollout, we didn’t hear placed on mobile bars that are busy all day,” he any feedback, which is says. “These mobile bars get pretty busy—and good—people only call pretty messy. The terminals are being baked in the us when things break or sun and drenched in the bar all day, and yet they they have a problem. I PAR Gemini™ POS System continue to function.” consider it a big win to change something The need for ruggedness, reliability and performance from its technology was a major people were accustomed motivating factor behind the Hard Rock’s recent switch to PAR Gemini terminals, according to to and to get very little Kosier. The hotel tested the Gemini terminals in November 2007, and decided the next month feedback.” to replace all its current POS terminals. PAR deployed its Gemini terminals in February 2008, a move that has since paid off handsomely. Rob Kosier, Director of IT, Hard Rock Hotel & “The uptime has been perfect; we haven’t had any hardware issues at any events this year,” Casino says Kosier. “In addition, the fact that we put in about 134 terminals in a couple of weeks says something about their ease of use. Then once we had the rollout, we didn’t hear any feedback, which is good—people only call us when things break or they have a problem. I consider it a big win to change something people were accustomed to and to get very little feedback.” Durability, Mobility, and the Right ‘Look’ Another key performance factor for Kosier was portability. He explains that the terminals PAR replaced had been difficult to move, with a size and bulk requiring a lot of manpower to set up. “We do a lot of different events in non-traditional places,” Kosier notes. “For example, we set up our parking lot for an outdoor summer concert series that attracts as many as 10,000 people. We wanted something lightweight that was easy to install, easy to store, and that didn’t take up a lot of space. The Geminis are easier to pull out of storage, and easier to connect versus our old terminals. We’ve even trained the beverage staff to set up the equipment; there’s a huge labor savings in getting the whole team involved.” Know your business better Another benefit of the Gemini terminals has been aesthetic. “After the terminals were in place for a while, we noticed that they fit better into the Hard Rock environment,” he says. “They looked more modern—very sleek, clean smooth lines with a beautiful black finish. I’ve heard multiple comments that they complement the bar, that they don’t stand out and take away from the look. It’s like they’re at home in our venues.” Reliability Provides a Strong ROI “The uptime has been perfect; we haven’t had Kosier stresses the importance of durability and consistent uptime, especially with technology any hardware issues at as basic as a POS terminal. “A lot of people don’t think about how important they are to a any events this year. In business,” he notes. “But when you don’t have one, it’s very easy for it to cost you $5,000 to addition, the fact that we $10,000 in just a couple of hours, and that makes a big difference to us.” put in about 134 terminals in a couple of PAR’s consistent performance has been a welcome change for Kosier and his staff. With the weeks says something technology that the Gemini terminals replaced, “there was a lot of break and fix, break and about their ease of use. fix, break and fix,” he says. “We got to know their IT repair guy by name, like he worked Then once we had the here.” Kosier gives high ratings to PAR’s service and support—though he notes with relief rollout, we didn’t hear that he hasn’t had to use them much. any feedback, which is good—people only call Greater reliability also helps make Kosier’s own staff more efficient. “My team spends their us when things break or time working on real IT problems, not babysitting hardware,” he says. they have a problem. I Meeting Needs in Multiple Locations consider it a big win to change something Now that PAR’s products have proven themselves, Kosier has put them to work in more people were accustomed places throughout the hotel and casino. “We’ve added more terminals to some of our new to and to get very little venues that are opening up as the property completes its expansion, which is slated to be feedback.” completed in late 2009,” he reports. While Kosier is currently sticking to POS applications for the terminals, PAR products may be part of newer technologies at the Hard Rock, including Rob Kosier, Director of customer-facing kiosks and gaming-area technology. IT, Hard Rock Hotel & Casino Asked what he seeks in a technology vendor, Kosier replies that he’s looking for proven applications and hardware. “I like to know what we’re dealing with, and PAR brought that to the table. I don’t care what happens in the lab or at some other property—it’s how it will work in my environment. Also, I like a company that comes in and actually sees how our environment works and how their application or hardware fits. I’m not saying we’re completely unique, but we do things differently than other places. I’m looking for a vendor that is willing to compromise and make changes if it’s something that we need, and PAR has come through with that. “I think a lot of technology companies don’t understand the gaming environment in general,” he adds. “Everything is all tied together, and we have 10 businesses here, not just one, so anything we do has to work for all 10.” PAR has met this “multiple personality” challenge, according to Kosier. “PAR came in with a terminal that fits our environment, looks good, is durable, reliable, and For more information on PAR’s doesn’t break down,” he says. “It’s able to fit the different needs we use it for, so I would say solutions for Hard Rock, the word that comes to mind when I think of PAR is ‘leader.’” please visit us on the web: www.partech.com.
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