chtp review. hftp todays session structure four-hour review designed for exam review sectioned same...
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CHTP REVIEW
HFTPToday’s Session Structure
Four-Hour Review
Designed for Exam Review
Sectioned Same as Exam
Breaks when needed
HFTP
What To Expect
Multiple Choice and True/False
4 Sections
250 – Choose most correct answer
70% Passing grade in each section
HFTP
Review Topics General Technology:
Network Administration Emerging Technologies Telecom System Architecture
Targeted Technology: Facilities Club Applications Resort / Spa Marketing / Web
Applications
Hotel Technology: Accounting / Payroll / HR Food and Beverage Lodging Applications
Managing
Technology: Time and Attendance
Systems General Management System Strategies System Analysis and
Selection
HFTP
General TechnologySection One
HFTP
Network Operating Systems
A combination of programs, gives some computers and peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.
HFTP
Network Operating Systems
NT
Server 2003
Novell
Linux
UNIX (HP-UX/AIX)
HFTP
The O/S Kernel
File Management
Memory Management
Peripheral Control
Network Communication
HFTP
Connectivity Provides communications across a defined
network. Advantages
Data Sharing Application Sharing Device Sharing Communications (packets)
Local Area Network (LAN) Wide Area Network (WAN) Metropolitan Area Network (MAN)
Network Design
HFTPNetwork Architecture
Definition: The technique used by a NIC/LAN adapter to control access to a cable and cable connectors.
HFTPNetwork Architecture
Two Types: Peer to Peer: client-based Client Server: server based
Have a higher startup cost than peer to peer networks; provide good control, backup, and management of critical data; offers security, data management, fast response and room for expansion, but DOES NOT need all the software installed on the server.
HFTPLAN
Definition: A configuration of workstations that enables users in the same office to share data, programs, and output devices (such as printers).
Cable Connections: Fiber, Twisted Pair, Coax, and Twinax
Fiber Optics is used for the fastest possible throughput at very long cable lengths
Twinax is not the recommended line for moving large data or video files.
Connection type and speed: 10Mbps, 100Mbps, 1000Mbps (Gigabyte)
HFTPWAN
Definition: Multiple connection of computer networks, from building to building, city to city, state to state, and country to country utilizing DSU/CSU router.
• CSU/DSU: Channel Services unit/ Data Services unit. Is used to connect computers, video equipment, and multiplexors to digital phone lines.
HFTP
WAN Connections type and speed:
ISDN (128Kbs) offers the lowest overall circuit cost type
of service for connection of remote network sites to a central location.
T1 (1.5Mbps) and T3 (up to 45Mbps) The standard speed is NOT 100Mbps.
NOT Associated Technologies NIC’s, Repeaters, Hubs & Apple Talk
HFTPNetwork Security
Network Login and Passwords Promptly change your password on
initial login for proper security procedures for user-level passwords
Single Sign-on Components of a single sign-on
system include authentication and a directory service.
HFTPNetwork Security
PGP - Pretty Good Privacy Software that implements public key
cryptology that requires a key pair of both a public key and a private key
SSL – Secure Socket Layer Is built upon Public key encryption,
Digital Signature, and Digital Certificates, but NOT Single Key system using substitution encryption.
To defeat SSL and PGP you would utilize Cryptanalysis, Reverse engineer of the implementation, and Pass phrase attack, but NOT insider security information.
HFTPNetwork Security
SNMP – Simple Network Management Protocol
an application layer protocol that facilitates the exchange of management information between network devices.
Network File Access controls security rights for users files
Biometric Technology Is capable of enhancing physical
security such as guest and employee entry.
HFTP
FirewallsSoftware and hardware that filters and
secures your private network, allowing only
authorized access and transmissions of
your internal data.
HFTP
Malicious computer programs: Virus
Unauthorized set of programmed code that attaches itself to other programs.
Worm Independent programs that may replicate
itself throughout the network. Trojan Horse
Masquerades as a legitimate program but has malicious software inside
Are computer bugs a virus??
Computer Viruses
HFTPTCP/IP
TCP/IP – Transmission Control Protocol/Internet Protocol Is NOT a telecommunication communications protocol.
TCP Packets: Are numbered so they can be reassembled in the correct
sequence at the destination. Are transmitted over the network as capacity becomes
available. Forwarded across the network separately and do not
necessarily follow the same route. Do not contain destination addresses only. Header information includes
Total length of the packet, destination IP address, Source IP address, and Error checking information. DOES NOT include sender’s login information.
HFTPTCP/IP
Packet Switching Checking for valid packets, destination
address, best route, assembling packets in order, but NOT for data compression.
Static verses Dynamic Addresses DHCP: Dynamic Host Configuration Protocol is
used to assign dynamic IP addresses on an as-requested basis.
3 Classes of IP Addresses
HFTPIP Address Classes
Class A ###. xxx .xxx . xxx (ex. 26.x.x.x)
(1-126).(1-254).(1-254).(1-254)
Class B ### .###.xxx .xxx (ex. 172.16.x.x)
(128-191).(1-254).(1-254).(1-254)
Class C ### .###.###.xxx (ex. 192.168.1.x)
(192-223).(1-254).(1-254).(1-254)
HFTPParallel Transmission
Multiple channels to transmit several bits of data at a time
Timed pulses sent on other wires within the same cable to coordinate the flow of data
Parallel ports, parallel cable, user configuration of controller
Over short distances -LAN
HFTPSerial Transmission
Single channel to transmit bit by bit
Bits travel as a sequence over a single wire with start and stop bits to coordinate data flow
Serial cable, serial ports, user configuration of controller
Long distances - telephone transmission
HFTPModems
Converts on and off digital pulses of computer data into on-and-off analog tones that can be transmitted over a normal telephone circuit.
Uses:
Allow computers to communicate over distances
E-mail, internet, bulletin boards
Polling, file transfer, system support
HFTP
Today’s Technologies Smart Cards XML Bluetooth VPN VoIP HSIA ASP
HFTP
Smart Cards
Embedded micro chips that store personal information, allow credit and commerce transactions, access to room and other information.
HFTP
XML – eXtended Markup LanguageLanguage that is not
constrained to a fixed format and allows trading partners to create their own data tags for information exchange, has become the standard for all markup language, provides data in a format that is easily exchanged & non-proprietary.
HFTPXML ExampleGuest Reservation<?xml version="1.0" ?> <Reservation GuestName="Mr. Jim Smith"> <GuestAddress> <GuestStreet>123 Peachtree St.</GuestStreet> <GuestCity>Atlanta</GuestCity> <GuestState>GA</GuestState> <GuestZip>30030</GuestZip> <HomePhone>(404) 577-1234</HomePhone> </GuestAddress> <Payment Method="Credit Card"> <CardType>Visa</CardType> <CardNumber>4999 1234 5678 8901</CardNumber> <ExpDate>2006-05-31</ExpDate> </Payment> <ReservationId>1654739</ReservationId> <Property>NoTel Motel</Property> <ReservationMade>2004-05-28T10:23:44</ReservationMade> <CheckinDate>2005-21-06</CheckinDate> <CheckoutDate>2005-24-06</CheckoutDate> <NumOfNights>3</NumOfNights> <BedType>King Size</BedType> <Smoking>Non Smoking</Smoking> <PillowType>Polyester Fill</PillowType> <SpecialRequest>Godiva Dark Chocolate</SpecialRequest> </Reservation>
HFTP
Bluetooth Distance Limitations
30 feet (10 meters) New Technology Communications
between any electrically powered device or appliance
HFTP
VPN – Virtual Private Network
Allow for secure connections that “tunnel” through the Internet to connect 2 private LAN’s or Computers, which reduces costs overall.
HFTP
VoIP – Voice over Internet Protocol
Set of facilities used to manage the delivery of voice information over the Internet. VoIP involves sending voice information in digital form in discrete packets rather than by using the traditional circuit-committed protocols of the public switched telephone network
HFTP
HSIA – High Speed Internet Access Acceptable methods for providing
HSIA service to guest rooms: Wireless proximity Telephone network Electrical wiring system Cable system
HFTP
Bandwidth
DSL ISDN Frame-relay T-1 T-3: OC-3/DS-3
HFTP
ASP – Application Service Provider
Is the server model in which hardware is housed and maintained off-site, yet users can access the application and data via a web-based Internet connection.
HFTPTelephone Switches
Trunking Trunk lines are defined as a
telecommunications line between 2 switching systems.
Incoming call routing Uses caller ID Automatic Number Identification
(ANI) information to retrieve customer records from a database and send the records and call to a specific call center operator.
DeMarc The point where responsibility for telecom
services into a building transfers from the carrier to the end user organization.
HFTPTelephone Switches
Voice over IP Place voice and fax calls over internet
connections. Does not provide HSIA or In-room internet connectivity, hotel operators to receive free telephone services.
Automated Call Distributor (ACD) Useful for Reservations, PBX and Room
Service departments. ACDs would not be used to automatically
generate Express Checkout reports. Automatic check out is not a function of
a PBX system.
HFTP
Guest Room Telephones Features that may be included
Data port sets 2 line capability ADA hearing impaired feature
handset Hands free speaker phone capability One button dialing and redialing
HFTP
Database Management Software Allow users to catalog and store
information for future use Collection of related facts and figures
designed to serve a specific purpose Possible Uses:
Preparing mailing lists for marketing and promotional activities.
Help managers sort through personnel records to identify performance review dates for employees that correspond to the dates on which they were hired
HFTP
Database Structures
Files organized in ways that facilitate searching for data, updating data, and generating accurate, timely and useful reports for management.
HFTPFiles, Records, and Fields
Files “THE” Database i.e... Inventory, purchases, suppliers
Records individual information contains “key” field
Fields identified by type of info. Text, Calculated, Logical, Date, etc.
HFTPDatabase Structures
Hierarchical Resembles that of the root of a tree
Arranges Files, Records, and Fields Master Records and Subordinate Records Data inherit attributes, or rights, from it’s parent
Relational Tables are related to each other through key field
Tabular Structure Data appears only once and not replicated multiple times
Flat One Large Table (Flat File) Files are stand-alone collections of data.
HFTPData Management Concepts
Data Warehouse Collection of data from different sources Provides input for decision making The repository of all data Data is received and stored following specific validation
rules
Data Mart Separate database designed for specific group of users
(e.g. marketing, group sales, etc.) Data is extracted from Data Warehouse to
protect its integrity
Data Mining Statistical and rule-based reasoning to find
patterns in data (e.g. forecasting occupancy) Should be performed against the Data Mart
HFTPOther Terms
File Server - Computer that controls the flow of information along a network and stores files created by application programs, has large storage hard drive with space to share, and provides the capability to simultaneously access the same file.
Application server - Enables several users to offload specialized tasks onto a shared computer.
Secondary storage devices - Refers to Hard drives, CD-RW, DVD-RW, Zip Disks, Removable storage devices, but NOT RAM.
High Availability - Options include Multi-processors, disk arrays, redundant power supplies, but NOT Spare Memory Modules.
HFTP
Hotel TechnologySection Two
HFTPCentral Reservation Systems
Affiliate Systems System that services an entire chain All properties are contractually
related
Non-Affiliate Systems Contracted to individual properties Subscription based service Apply to independent hotel properties Have some type of charge or cost
Interfaces One-Way verses Two-Way
HFTP
Global Reservation Systems (GDS)
International joint ventures of diverse companies
Direct linking of: hotels, airlines, car rental companies, and travel agencies using the internet or other private computer networks
HFTPRevenue and Yield Management Systems
Revenue Management Program helps hotel managers determine
whether a reservation request should be accepted or rejected in order to maximize revenue for a specific period of time.
Takes advantage of rate hurdles
Yield Management The ratio of actual revenue to potential
revenue. Room rates should be higher when demand
exceeds supply. Oversell Guidelines maximize revenue
potential by selling all available rooms.
HFTPProperty Management System (PMS)
The computer-based lodging information system that helps track guests and their special request or inquires.
HFTPPMS Front Office Applications
Reservations Module Used to process room requests. Most helpful in forecasting occupancy
Revenue Management Module Maintains the room and package rates
Rooms Management Module Maintains current room status information.
Guest Accounting Module Maintains the guest charges and
payments
HFTPProperty Level
Reservations Module An integrated module of the PMS Reduces paperwork, redundancy,
clerical Interface point to CRS Quick access to reservation
information
HFTP
Rooms Management Module Strengthen communications
between Front Office and Housekeeping
Current room status information Room assignment and check-in In-house guest information Organize Housekeeping activities Management reporting
HFTP
Guest Accounting Module Enables posting directly to guest and
non-guest accounts Enables management control over
financial aspects of the guest cycle Eliminates the need for guest folio
cards and posting machines Monitors credit and sets the folio at a
no-post status when charges approach the house limit
HFTP
The Audit Trail
Cross references from: source document serial number work-shifts cashiers POS terminals departmental accounts
HFTP
Credit Card Processing
Interface to Systems Reduces Cost Insures Accuracy Non-repudiation
a solution that offers protection against disputed charges to the merchant.
HFTP
Integration v. Interfacing Integrated Systems: A systems
which contains a number of subsets that perform separate tasks yet operate within the same structure.
Interfaced Systems: More than one system that are linked together through the use of hardware and software in order to provide communication between separate programs.
HFTPPMS Interfaces
Point-of-Sale Call accounting systems Electronic locking systems Energy management systems Auxiliary guest services Guest-operated devices
HFTPCall Accounting System (CAS)
Designed to place and price outgoing calls, and post telephone charges to guest accounts. Not a guest’s credit card
Interfaces to PMS and Telephone Switch Automatic ID of outward dialing (AIOD)
immediately identifies the extension from which a call is placed
Least cost routing Directs calls over the least-cost available line, regardless
of carrier. When this line is busy, the device prompts the system to
use the next least expensive line.
HFTPCall Accounting System (CAS)
Performs the following functions call placement call distribution call routing call rating call recording
Preferred Features Separate guest calls from admin calls Long-duration calls can be priced at flat rate Area codes can be updated by hotel management
Reasons for reduced telecom revenue Increased use of Email Calling Cards/Pre-Paid Cards Growing cell phone usage High mark-ups on long distance phone calls
HFTP
Accounting Modules / Systems
Accounts Receivable Accounts Payable Payroll Accounting Inventory Accounting Purchasing Financial Reporting
HFTP
Accounts Receivable Module
Maintains account balances Processes billings Monitors collection activities Generates aging of A/R reports Audit reporting on all A/R
transactions
HFTP A/R Ledgers
Guest Ledger Lists all accounts for in-house guests
City Ledger Lists all accounts receivable balances
of guest who have checked out guest folio balances non-guest accounts bill-to accounts credit card billings group accounts
Advance Deposit Ledger
HFTP
Accounts Payable Module Contains Vendor Master File Posts vendor invoices Monitors payment discount periods Determines amounts due Cuts checks for payment Check reconciliation Management reporting
HFTP
Other Accounting Topics
Payment Terms 2/10 Net 30 Days
Blind Drops Basic Posting Formula in
Audit Process
Previous Balance + Debits – Credits = Net
Outstanding Value
HFTP
Payroll Module Employee master file Gross and net pay for salaried and
hourly employees Cuts paychecks Payroll and tax registers and
reports Labor and cost reporting for
management
HFTP
Inventory Module
Inventory Master File Inventory Status Inventory Valuation
HFTPInventory Valuation
FIFO (First in First Out - Latest)
LIFO (Last in First Out - Earliest)
LIPO (Surgical Removal of Subcutaneous Fat)
Actual cost Weighted average
HFTP
Purchasing Module
Purchase Order File par levels
lead time quantity reorder point
Telecommunication of P/O’s
Bid Specification File
HFTP
Financial Reporting Module
Chart of Accounts Trial Balance File Financial Statements
Balance Sheet Income Statement Statement of Cash Flows
Ratio Analysis
HFTP
Auto-Coursing - time dependent circle of service
Forced Modifiers - automatic prompts for order details
Menu Engineering - profitability and sales analysis
Prechecking - authorization for production/service
Postchecking - check totaling for print/settlement
Reports - server, day part, shift, terminal, outlet
Server Banking - reconciliation by server, not cashier
Hand Held – remote input device
POS Terminology
HFTPFood and Beverage
Management Applications Process data related to back-of-the-
house food service activities Common management applications
Recipe Management Sales Analysis Menu Management,
Engineering and Costing
HFTP
The Menu Engineering Grid
Contribution Margin $
Puzzle Star
Dog Plowhorse
$ $ $
70%Menu Mix %
HFTP
F&B Cost Control Standard Recipe
Benefits Net
Weight/Volume Standard Portion
Cost #60 Scoop
HFTP
Sales, Marketing and Web Technologies
HFTPEvent Management Systems
Sales / Catering Software Proposal / Contract
Maintains client requests, room nights, menu items, and records all equipment and space commitments.
Banquet Event Orders (BEO) Serves as a final contract for client and
generates work assignments for the Catering staff.
Ingredient File Contains items like tables, chairs,
china, flatware, tents and entertainment.
HFTP
CRM - Customer Relationship Management
Enables organizations to know their customers on an on-going basis and not just for the life of that transaction, that meal or that guest stay.
Will track the history and status of every customer interaction and help workers to give personalized service.
HFTP
CRM - Customer Relationship Management
Implementation Includes: Customer Data and Analysis Technology and Staff Strategies and goals
Considerations should NOT include: Thanking regular customers for their
loyalty Surveying customer needs
HFTP
Marketing Techniques
One to One
Broadcast (Mass)
Permission
HFTPWeb Based Marketing
Cookies / Tokens Client-side tracking so customer
does not have to identify themselves again
Unique Visits / Hits Server-side tracking by using log
files to identify the customer
Banner Advertising Is a cost per action
Conversion The moment a customer buys
HFTP
E commerce b2b (business to business)
Most sophisticated type of internet transaction Requires the highest level of trust between the parties
b2c (business to customer) Customers should get same benefits at the store / location as
on the Internet Discounted prices on the web site versus voice is not a
consistent B2C ecommerce model
b2e (business to employee) Employee portal that allows access to human resource
information such as job postings, work schedules and work policies
Secure Electronic Transaction (SET) More secure than SSL Non biased authentication A single trusted international source
HFTP
Web Terminology World Wide Web (www) consists of
three components HTTP – Hypertext Transfer Protocol HTML – Hypertext Markup Language URL – Uniform Resource Locator
Domain Name System (DNS) An internet service that converts internet
names and resolves them into Internet Protocol (IP) addresses.
HFTP
Targeted TechnologySection Three
Facilities
Clubs
Resort/SPA
Emerging Technologies
HFTPElectronic Locking Systems
Hard-Wired System Codes the key and changes the
door at time the key is first made at the front desk.
Micro-Fitted System Depends upon a pre-coded
microprocessor in each lockset at the guest room door and front desk encoder.
HFTPElectronic Locking Systems
Features Unique keys (instantly changes) Audit trail capability Key code expiration Automated dead-bolt with “Do Not
Disturb” Key must be removed for door to open to
protect from possibility of keycard theft Control access to virtually every area of
the hotel, including exterior doors, storage areas, admin areas, meeting rooms and guestrooms
HFTPElectronic Locking Systems
Features Enhanced guest security by
monitoring the status of every guestroom door opening, even when entry is achieved without the guest’s issued key
Review the audit trail to determine which assigned keys gained entry to a guest room.
HFTPEnergy Management Systems (EMS)
Guest Control Enable guest to have full and complete control of
room temperature when physically present in the room.
Demand Control Turns off units for varying periods of time without
affecting environment or comfort conditions. Maintains pre-determined energy usage levels.
Duty Cycling Turns off equipment on a sequential basis for a
given period of time each hour also without affecting environment or comfort conditions
HFTPEnergy Management Systems (EMS)
Room Occupancy Sensors Infrared or ultrasonic waves used to
register the physical occupancy of a room
When the guest leaves, sensors react, and following a short delay, lights, and HVAC are reset to default settings.
PMS Interface Provides energy control opportunities
to minimized energy usage in direct relation to anticipated occupancy levels.
HFTP
MEMBERSHIPTRACKING
PAYROLL/PERSONNEL
GENERALLEDGER ACCTG
POINT-of-SALECONTROL
FIXED ASSETACCOUNTINGINVENTORYCONTROL
EVENT MANAGEMENT
HOTELOPERATIONS
Club Systems
HFTPClub Systems
Primary Objectives for Implementing a POS System in a Club Environment Increases internal controls Improves member services Enhances staff productivity NOT to reduce staff
When planning to computerize a club’s information systems, they should identify the application software first.
HFTPSPA Systems
Spa Reservation Systems 3 components
A provider/associate A facility/room The equipment needed
Allows automatic assignment of available time slots to multiple guest, all arriving during similar blocks of time, with various services being selected.
HFTPSPA Systems
Spa Reservation Systems Utilize criteria for treatment rooms
and service specialists, instead of just rooms and available space requirements.
Priority and Percentage Load methods are used to allocate spa resources when making an appointment for a treatment.
HFTPSPA Systems
Interfaces: Property Managements System(s) Point of Sale System Internet Reservations
Retail Inventory Point of Sale Gift/Debit Card System
HFTPGolf Tee Time Systems
Usage Book rounds weeks in advance Match individual players to create 4-somes
(yield manage) Block individual holes for planned
maintenance Manage play on multiple courses
Ways To Book Reservations In Person Via Lottery Internet Email
HFTPGolf Tee Time Systems
Golf Operations Terminology Shotgun Aeration Handicap
HFTPClub Websites
Typical divided into 3 sections Member Partition Staff Partition Guest Partition
Desired synchronization features Member roster synchronization Member online account review
HFTPClub Websites
Member Accounting on the Web most commonly shared via a zipped file
generated from the accounting system and sent to the website nightly
Real-time data access methods, such as XML (eXtended Markup Language) or OLTP (OnLine Transaction Processing), is not widely used in today’s Club applications
Reasons For Failure Content under-appreciated Site is under-promoted Site is under-funded Site is under-appreciated
HFTPRFID
Definition – Radio Frequency Identification A technology used to transmit data by
a mobile device and read by a reader that is not connected via a wired connection
HFTPRFID
Types of Tags Passive
Have no internal power supply Incoming radio signal provides just enough power
for the CMOS integrated circuit in the tag to power up and send a response
Practical ranges of 10cm up to a few meters Active
Have their own internal power source used to power integrated circuits and broadcast the signal to the reader
Usually more reliable making them more effective in harsh environments
Practical range of 100 meters Battery life up to 10 years
HFTPRFID
Privacy Concerns Purchaser of an item may not be
aware of the existence of the RFID device
Myths related to RFID Privacy include Easy to intercept the RFID signal and steal
the individual’s identity Since many tags contain similar data
elements, it is easy to confuse one’s identity with another
Tags can easily be removed and attached to other items or people
HFTP
Uses of RFID in Hospitality Cashless RFID Systems Asset Management Waterparks Lost Children Resort Tasks Casino Operations
Gaming chips are now embedded with RFID devices to track where users go and precisely how many gaming chips are used
HFTPUniversal Serial Bus (USB)
A widely used hardware interface for attaching peripheral devices. Up to 127 peripheral devices can be attached to the
bus
History Began to appear on PCs in 1997 Windows 98 was first version of the Windows
operating system to support USB natively
Types of Connections A – Upstream B – Downstream Mini A & Mini B
Used on small portable devices such as PDAs, music players, digital cameras and cell phones
HFTPCell Coverage In The Hotel
Operational Benefits Staff members can communicate with one device
and not require cell phones, PDAs and pagers Staff can be contacted easily when away from the
property Staff can respond to issues in real-time
Concrete and Steel Cell Phone Amplification
It’s expensive Can be directly tied to guest satisfaction and Guest
recovery strategies In-building solutions do not affect external coverage
areas
HFTPEvolving US TV Regulations
Stations Convert to Digital Format US Markets must convert by 2/17/2009 Most provide digital today Analog signals must be turned back to
the government for first responder use Point of Encryption
Digital movie producers require their signals to be encrypted
All the way to the display unit!!!
HFTPEvolving US TV Regulations
All TVs Sold After March 01, 2007 Must be HDTV Ready HDTV ready does not mean it includes a
ATSC tuner
ATSC – Advanced Television Standards Committee Created voluntary standards for TV sets
which were adopted by the FCC in 1996 Addresses aspect ratios, resolution and
frame rates and includes how the sound and video are encoded and transmitted
HFTP
Managing TechnologySection Four
HR / Time and Attendance
General Management
System Strategies
System Analysis and Selection
HFTP
HRIS Systems
Personnel & Benefits Administration
Business Expense Tracking Vacation days earned I-9 Information Family Medical Leave Act
(FMLA) Tracking Organizational Information
HFTP
HR ConceptsPersonnel & Benefits
Administration Equal Employment Opportunity
(EEO) Provides opportunities for employees
and applicants without regard to Race, Religion, Pregnancy, Veteran Status
Bereavement Leave employee benefit used to grant excused
time away from the workplace to attend a funeral
HFTPHR Concepts
Personnel & Benefits Administration Computer Usage & Security Policy
Should be in place and understood by ALL to safeguard both the company and the employee
Family Medical Leave Act (FMLA) A federal law that allows an individual up to 12
weeks leave based on medical necessity for self, child, spouse or parents
Employers with 50 or more employees
E-Mail & Internet Usage Policy All Electronic mail messages are the property of
the company
HFTP
General Management Executive Information Systems (EIS)
Provide an overview and report statistics on Rooms, Payroll and Financial Data within your property
Lifting never twist at the waist rather than using
your feet to change direction Slide load as close to your body as you
can Get help if too heavy or bulky Raise yourself using leg and hip muscles Slightly bend your knees
HFTP
General Management Human Resources
As a Technology manager, your first priority is to ensure the safety and security of your employees in the workplace
Fire and Safety Upon detecting a fire
Call 911 Remove yourself and others from harm’s
way Notify your leaders Print an in-house guest list by room
number (for EMS services to use)
HFTP
Asset Management
Manage total cost of ownership (TCO) and life cycle
Mandate employees use company owned equipment
Track location of assets
HFTP
Cost of Ownership
Software Costs
Help Desk / Support Functions
Training
HFTP
Networks / Security Peer to Peer / Client Server
Peer to Peer share equally the processing
Multiprocessors Security Controls
The IT security plan should be designed and implemented by the systems manager not the security department, GM, or risk manager
Disaster Plan Should include prevention, evacuation
and recovery
HFTPSystem Decision Factors
Application Functionality System Reliability Vendor Service/Support System Performance Ease of Operation Vendor Reputation /
References Communications Capabilities Software Flexibility Price/Total System Cost
HFTP
1. Put together a “Systems Team”
People from different areas of the operation
Everyone has the potentialto provide important input
Include representatives from management, kitchen operations, service, and accounting
HFTP
2. Analyze Current Information Needs Create a profile of your operation
outlines the needs of the operation for the vendors
Meeting users needs is critical when purchasing a new computer system
Put together a “wish list” Include absolutely necessary
and “nice to have” Attributes will become the
“frame of reference”
HFTP
3. Collect Sales Information
Contact system vendors Request sales information Obtain vendor information from
local, or national organizations or publications
Visit trade shows like…
HFTP
4. Establish System Requirements Use the list of attributes from step
2 Add the optimum configuration
For example in a restaurant How many terminals and printers will be
necessary What types of terminals (touch screen,
keyboard interface, etc.) What type of network you would like to
implement
HFTP
5. Write an RFP Request for Proposals Create a Property Profile Describe the selection process
and its parameters List your system requirements
Don’t allow vendors to use their own bid format
Obtain Vendor Information Request Program Documentation List System and Service Costs
Request estimation of hidden, indirect, direct but not opportunity costs
HFTPRequest for Proposals
Whose systems meet your needs?
RFP’s should include: Property/Company Materials (describe your
business) Bidding Requirements Computer Application Requirements Should NOT include financial statements
HFTP
6. Evaluate Vendor Responses Establish criteria and a scoring
system Have each member of the project
team evaluate each proposal Combine the results and narrow
the field to 2 or 3 vendors Respond to all vendors relaying
their status in the selection process following the results of the evaluation of vendor responses
HFTP
7. Visit “Live” Sites Schedule a site visit to one or more
sites that are using the system in question.
Take along a list of questions to ask the operator regarding the system and the vendor’s performance.
It is hard to forget a bad experience, or stop talking about a good one.
HFTP8. Conduct Scripted Demonstrations
Allows you to see exactly what you want rather than what the sales person wants you to see. Prevents unfocused demonstrations of neat system
tricks Provide the vendor with your menu, or a
sample of your menu. Construct a series of transactions that you
would like to see, highlighting those transactions that are frequent and particular to your operation.
Maintain control of the demo
HFTP
Support Does software support include
upgrades? If not, what is the charge?
What are the hours of the support help-line (nights and weekends)?
How is support time billed? How are fractions of hours billed?
Is there an additional charge for support that requires a site visit? What is the charge?
HFTP
Installation Factors Training Site Preparation Design of
Printed Materials
Initial entry of database elements
System Conversion
Documentation Contingency
Planning Vendor Support Acceptance
Testing
HFTP
Definitions Strategic Planning
following levels of decision-making, supported by a management information system, involves future-oriented goals and objectives of an organization
Operator’s Guide computer system documentation serves as
training material oriented toward specific application procedures
HFTP
Definitions System Conversion
Process of switching from the current information to the capabilities of a newly purchased computerized system
Contingency Planning Plans which are developed for possible
operations where the planning factors (eg scope, forces, destination, risks, area of responsibility etc) have been identified or can be assumed.
is NOT one of the Fundamental areas of acceptance testing of a new computer system
HFTP
Keys to a Successful Purchase Organize, Organize, Organize Avoid being rushed Maintain control of the process Never pay until product is ACCEPTED
Acceptance testing includes – system integrity, hardware and software efficiency but NOT contingency planning
HFTP
Questions
HFTP
Review Materials
CHTP Study Guide Volumes I & II
How Networks Work
The Essential Guide to Internet Business Technology
HFTP
Good Luck!