Hotel Maintenance Check Forms

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					    ECT 589

Mobile Enterprise
     Part 2
Case: Marriott International’s
    Wireless Initiatives
         Some overarching trends
Consumer (Guest) Mindset
• Consumers increasingly expect “Full Range Connected
  Mobility”, i.e., seamless and fast connectivity anytime,
  anywhere

• The ―office‖ as a fixed location is giving way the notion of
  the office as just the act of paying attention to work
  through ―always-on‖ mobile technology

• Self-service technologies will be adopted widely, not just
  because they have a fast ROI, but because a significant
  segment of the population prefer this mode of interaction
  and become willing and at times, demanding participants
    Monitoring and educating on
technologies, applications, processes
• Interconnected on-duty Hotel Employees -
  Locate, Communicate, Facilitate, Monitor and
  Direct - all associates, all activities
• Wireless connectivity in all its forms - both
  associate- and customer-facing
• Occasionally Connected Computing
  Architecture - perform offline just as if online
• Network Convergence - voice, data, video,
  images, on a single network
• Digital Video technology - entertainment and
  productivity converge
     Monitoring and educating on
 technologies, applications, processes
• Natural Language Interfaces - voice-based
  computer interaction
• Biometric technology - something you ―are‖,
  versus something you ―have‖, for security and
  authentication
• New applications for Card Technology - smart
  and traditional
• New applications for Geo-positioning
  Technology - knowing where you are and what
  is available there
  Pre-
                      Guest
 Arrival    Guest
                     Check In
  Prep
Performe
    d
           Welcome
              d
                     Performe
                         d
                                Check-in Scenario
                                ―Standard‖ Kiosk
    • Upon arrival, guest inserts credit card into self-service
      kiosk
    • Kiosk authenticates guest and obtains room assignment
      from property system
    • Guest checks in at kiosk, including option of changing
      room, and receives room key and printed welcome with
      room number
    • Guest Stay record is opened in Property Management
      System
    • Guest proceeds to room number printed welcome
    • Guest enters the room, opening the door with encoded
      key dispensed from kiosk
  Pre-
                      Guest
 Arrival    Guest
                     Check In
  Prep
Performe
    d
           Welcome
              d
                     Performe
                         d
                                Check-in Scenario
                                 Biometric Kiosk
    • Upon arrival, guest speaks their name and a random
      sequence of numbers as directed by voice activated kiosk
    • Kiosk authenticates guest based on voice pattern analysis
      and obtains room assignment from property system
    • Guest checks in at kiosk with voice commands, including
      option of changing room, and receives room key and a
      printed welcome with room number
    • Guest Stay record is opened in Property Management
      System
    • Guest proceeds to room number printed on printed
      welcome
    • Guest enters the room, opening the door with encoded
      key dispensed from kiosk
  Pre-
                         Guest
 Arrival     Guest
                        Check In
  Prep
Performe
    d
            Welcome
               d
                        Performe
                            d
                                    Check-in Scenario
                                     Guest Handheld
    • Property system delivers room assignment to guest’s handheld within
      a standard window of time, prior to arrival, based on profile
    • Guest has option of requesting room change prior to arrival
    • Upon arrival, guest’s handheld device wirelessly signals to property
      system that guest is present in the hotel
    • Property system wirelessly sends welcome message and options for
      check in, including another room change opportunity
    • Encoded key data, room number and welcome data are wirelessly
      delivered to guest’s handheld
    • Guest Stay record is opened in Property Management System
    • Guest proceeds to room number displayed on handheld
    • Guest enters the room, opening the door lock with handheld’s wireless
      encoded key signal
  Pre-
                         Guest
 Arrival     Guest
                        Check In
  Prep
Performe
    d
            Welcome
               d
                        Performe
                            d
                                    Check-in Scenario
                                     Guest Handheld
    • Property system delivers room assignment to guest’s handheld within
      a standard window of time, prior to arrival, based on profile
    • Guest has option of requesting room change prior to arrival
    • Upon arrival, guest’s handheld device wirelessly signals to property
      system that guest is present in the hotel
    • Property system wirelessly sends welcome message and options for
      check in, including another room change opportunity
    • Encoded key data, room number and welcome data are wirelessly
      delivered to guest’s handheld
    • Guest Stay record is opened in Property Management System
    • Guest proceeds to room number displayed on handheld
    • Guest enters the room, opening the door lock with handheld’s wireless
      encoded key signal
In-Room        Ancillary
Services
Performe
               Services
               Performe
                               In-room Entertainment &
    d              d
                                    Work Scenario
• Guest’s handheld device is the ―hub‖ of their personal
  network, containing an incredible variety and volume of
  content.
• Utilizing technologies such as Bluetooth and WiFi, this
  hub automatically ―negotiates‖ wireless connections with
  built-in room infrastructure
       –   Video Screen (plasma, LCD)
       –   Television Tuner
       –   Video Player
       –   Music Player
       –   High fidelity speaker system
       –   High Speed Networking
• Guest is offered options (with related pricing) of
       –   Playing their own video, music, audio book library, or other content
       –   Purchasing entertainment available in the hotel entertainment system
       –   Watching free-to-guest programming
       –   Connecting to high speed network
       –   Using the video screen and in-room wireless keyboard to perform work
In-Room    Ancillary
Services   Services
Performe
    d
           Performe
               d              Future Scenario
                        Performing Arts Connection
• Guest profile could contain their ―top ten‖ list of performing
  artists they would like to see in concert
• Upon reservation (or within a window thereafter, including at
  check-in time) Marriott systems ―connect‖ to Ticket Master
  systems to determine if favorite artist(s) are in town during
  stay
• If so, and tickets are available, an offer to purchase concert
  tickets is delivered to guest’s wireless handheld device
• Customer accepts or declines offer on their wireless handheld
• Marriott (Ticket Master) executes an order and delivers tickets
  either electronically to handheld, or prints tickets and presents
  upon customer check in
• Marriott takes a service fee for arranging the transaction
In-Room    Ancillary
Services   Services
Performe
    d
           Performe
               d              Future Scenario
                        Performing Arts Connection
• Guest profile could contain their ―top ten‖ list of performing
  artists they would like to see in concert
• Upon reservation (or within a window thereafter, including at
  check-in time) Marriott systems ―connect‖ to Ticket Master
  systems to determine if favorite artist(s) are in town during
  stay
• If so, and tickets are available, an offer to purchase concert
  tickets is delivered to guest’s wireless handheld device
• Customer accepts or declines offer on their wireless handheld
• Marriott (Ticket Master) executes an order and delivers tickets
  either electronically to handheld, or prints tickets and presents
  upon customer check in
• Marriott takes a service fee for arranging the transaction
             Primary focus - on-property productivity,
                service, and ―changing the game‖

                                                                       Educate        Marriott
 Marriott                      Identify
                  Identify                 Perform      Compile        Business     Educated on
 Desire to                       High
                 Opportunit                Proof of      POC            & IR on     Implications
  Retain                      Potential
                     y                     Concept      Results       Implication        of
Leadership                    Properties
                                                                           s         Leadership



             • Identify opportunities and all classes of properties
             • Identify GM’s and RVP’s disposed to technology leadership
             • Perform proofs of concept (POC’s) in leadership-oriented
               properties for high potential applications and technologies
             • Compile results of POC’s
             • Educate the business and IR on the
                – Results of POC’s,
                – Implications for industry and Marriott
                – Possible approaches for dealing with implications
    Guest Connectivity at Marriott Hotels

   Wired HSIA in rooms and
   Wired HSIA in meeting space
   WiFi in meeting space
   WiFi in rooms
   Cellular, PCS and wireless PDA signal access
   Enhanced handheld formatting for Marriott.com
   Mobile-enabled applications
 Proofs of Concept - Completed
• Enterprise Instant Messaging
• Self Service Kiosk for Check-in and Check-
  out (remote and in-hotel)
• ―Push to Talk‖ cellular phones for hotel
  associates
• Wireless Tableside Order Taking
• Voice Over IP for intra- and inter-property
  connections
Wireless handhelds for Micros
         point of sale
                    Compaq IPAQ




Symbol technology
    Wireless bridge to distant golf
        maintenance building
• Golf Course predated the Hotel
• Maintenance Building had no LAN or phones.
• This was ―discovered‖ late in the opening cycle.
• ―Wiring‖ for phones and LAN deemed too costly,
  disruptive and time-consuming
• Solution:
    – Place transceiver-antenna on Hotel roof and
      reciprocal unit on Maintenance building roof
    – Connectivity to the Hotel PBX for VoIP phones
    – Distributed LAN connection
   Proofs of Concept - Planned
• Wireless Handheld Check-in and Room Entry
• Wireless connection of guest Music and Video
  devices to in-room infrastructure
• Voice activated Check-in and Room Entry
• RFID for high-value assets and ―presence‖
  applications
• Smart panel arrays for significantly improved
  WiFi propagation
• WiFi phones for hotel staff instead of pagers,
  walkie talkies, cell phones (possible integration
  with Spectralink)
VoIP and Wireless Connectivity
       in other Hotels
• Marriott Waterside and Marriott Westshore
  connected via Wireless link, and VoIP
• Kuwait Marriott – Complete VoIP for
  guests and associates
• Product Development Committee standard
  ―Room of the Future‖ – embedded
  wireless connectivity between guest
  devices and in-room infrastructure
     STSN Wireless HSIA
   Connectivity in Public Areas
• Part of our Wireless initiative with Intel and
  STSN – ―Wired for Business‖
• Allows connectivity to the Internet from
  Lobby and Other Public Areas, including
  outdoors such as around the pool, beach,
  and golf courses
• Complements wired Guest Room and
  Meeting Space HSIA by STSN and other
  providers
RFID Trends and Issues
       Active and Passive RFID Applications
Data Synchronization




                                 Lot Traceability
             POS Data

                                                        High-Speed Sorting




ASN Transmission
                                          Counting
                                         Returnable           Third-Party
                                           Assets             Data
                                                              Collection

              Smart Appliances                 Data Collection
       Critical Issues on RFID
            Implementation
1. What are the current and future
   capabilities of the RFID technology?
2. Which vision of RFID usage will emerge
   as beneficial to enterprises and
   consumers, and which will remain
   ―science fiction‖?
3. What does an enterprise need to do in the
   next five years to harness the technology
   for competitive advantage?
       Much Work Remains on the Three Basic
       Hardware Components for RFID Systems
  Transceiver
   RF Module
   Decoder
   Handheld or Fixed
   ―Interrogator‖
                                                  Tags
                                                     IC and Antenna
                                                     Passive or Active
                       Antenna                       Various Packaging Options
                          Radiate RF
                          Activate Tag
                          Can Be an Array
                          Can Be Separate From Transceiver
Transceiver Photos: Intermec Technologies Corp. Photos
               RFID Frequencies:
             One Size Does Not Fit All
                                          Range              Data
      Low                                                    Transfer
Frequency        ~125KHz                                     Rate


     High
Frequency        13.56MHz
                                   General Characteristics

 Ultrahigh
Frequency        850 to 1,000MHz


Microwave
Frequency        2.45GHz

                             Permeability
  The Five-Cent RFID Tag Does Not Exist, but
Some Mainstream Applications Are Still Relevant



Production Cost Components of Passive Tags

   Silicon   Antenna        Assembly Packaging
   $0.15      $0.05         Capital/Scale-Sensitive


              Current: At Least $0.40
Most Benefits of RFID Will Not Happen Until
Enterprises Adopt RFID-Centric Processes
                                 Using RFID to Create
                                 New Processes and
                                 Strategies
            Open-System RFID
                                       RFID-Centric
            Applications
                         RFID-Enabled     2007-2012
            Closed-Loop
Strategic                       2004-2007
            Pilots Based on
 Power      Open Standards
                           2002-2004
            Closed-Loop
            Applications
            Pre-2002

               Phase        1          2     3     4
                       Scope of Solution
     Issue #1: An Incremental Operational Cost of
                   Collecting Data?
             Enterprises Trade Off Operational Costs for
                        IT and Capital Costs
                  Operational Costs             IT Costs:
                                                Architecture,
                                                Infrastructure,
 Costs of
                                                Applications
  Data
Collection
                                              Operational Costs:
                                              Productivity
                  Amortized Fixed Costs

                     Increasing RFID Use
  Issue 2: Operations Limitations Keep the
        Scale of Data Manageable?
Can Your Systems Handle:
      Issue #3: Facility Layout and Process Design
           Involve Line-of-Sight Verification?
         Considerations in RFID Process and Facility Design
   Data Latency                                          Sorting/Identification




   Real Time                     Lag Time

   Concentration of Tags/Speed of                        Environmental
   Tag Reads




Transceiver Photos: Intermec Technologies Corp. Photos
  Issue 4: Can’t Trust Information
           from Others?
               2007 Enterprise:
      Virtually Integrated, ―Real-Time‖
                 Customers
                                  ―Multienterprise
Enterprise/                            Grid‖
Suppliers/
 Partners

              Industry Networks
          Traditional Inhibitors
           Bad Data
           Can’t Depend on Operations
   Issue 5: Most Assets Are Too Trivial to
              Track in Detail




Shrink




                     RFID +
                                          Bar
                     Information   RFID   Coding
                     Benefits

                   Asset Value
Still Developing a Strategy: What Will Wal-
Mart Require, and How Will This Play Out?
         • Only Using Standards-Based Technology
         • Cares About UCCnet, ePC and RFID
         • Wants to Collaborate With Suppliers
                                                            Wal-Mart         Limited Tagging
Wal-Mart                                                    Compromises      in Production
Announcement            Wal-Mart      Wal-Mart              and              Environments
                        Supplier      Finalizes             Rationalizes     Begins
                        Conference    Requirements          Requirements



  2Q03     3Q03        4Q03     1Q04      2Q04       3Q04      4Q04        1Q05 Beyond


       ePC Standards             Supplier Enablement     Suppliers Attempt        Suppliers
       Announced                 Implementation Begins   Cost                     Develop and
                                                         Rationalization          Implement
                                                         With Wal-Mart —          Win-Win
   Vendors Promise            Vendors Announce
                                                         Propose Some             Business Cases
   Solutions                  Concrete Solutions
                                                         GTIN on Bar              With Wal-Mart
                                                         Codes
        RFID-Centric Retailing Enables
      Sophisticated Management of Store
                  Operations 2008 2013         Beyond

Manage Labor and Tasks                     

Granular View of Some Case Inventory   

Granular View of Item Inventory                 

Eliminate POS                                   

Individual Promotions

Huge Stores                                      
    Emerging Market: RFID Prototyping
Environments Will Facilitate New Processes

             System of Record
          WMS, Manufacturing, Retail
                                       Functionality
                                       Migration


        RFID        State       RAD
        Data     Management Environment
      Collection     DB       (Portals)
  Some Implementation Issues
• Begin planning now for customer-driven RFID
  labeling requirements by 2005.
• Immediately review all RFID projects to ensure
  that RFID is intrinsic to the project —
  specifically, look at data synchronization and
  data collection projects.
• Identify and prioritize projects that create
  competitive advantage by breaking ―Strategic
  Bar Code Assumptions.‖
• Triple the money allocated for process re-
  engineering to get RFID-centric processes.

				
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